Engineer, Professional Services

IT Solutions Consulting LLC•Brentwood, TN

About The Position

The Engineer, Professional Services assists the Project team and provides technical knowledge and expertise for project implementations and extended client engagements. The role requires attention to detail, initiative, and the ability to deliver results for customer requirements while maintaining high standards of customer service, compliance, and quality. The engineer must be able to manage the stress of client-down situations and provide excellent customer service. The position includes project and dispatch work for clients, collaborating with project teams to meet statement-of-work objectives, tracking project status and milestones, and identifying and resolving schedule or technical issues. The engineer also analyzes and routes incidents, supports associate engineers as a first-level technical escalation point, and coordinates with advanced engineering groups and vendors to resolve issues and keep clients updated. The role requires 70% billable utilization per week. Client-site travel may be required; time not spent traveling is worked at the office or an agreed-upon remote location.

Requirements

Strong oral and written communication skills.
Effective time-management and multitasking skills.
Ability to stay organized and detail-oriented.
Initiative and a passion for solving problems, helping others, and driving continuous improvement and execution excellence.
Exceptional organizational skills and the ability to self-manage and multitask effectively and accurately in a fast-paced, dynamic environment.
Confidence and comfort with client-facing activity, including following up on client feedback to drive outcomes.
Ability to communicate effectively with internal team members, customers, clients, and stakeholders.
Expert-level knowledge of Microsoft Windows, Active Directory, and related services.
Experience configuring server hardware, including RAID and NIC teaming.
Knowledge of Exchange 2010, 2013, 2016, and 2019 management, troubleshooting, and migrations.
Knowledge of Microsoft 365, including Exchange Online, SharePoint, Azure AD, and Intune.
Experience with hypervisors, including VMware ESXi, Microsoft Hyper-V, or Citrix XenServer.
Network design experience, including firewall, router, and switch configurations.
WAN configuration experience, including BGP and MPLS.
Knowledge of Terminal Services, Remote Desktop Services, or Citrix XenApp/Desktop.
Knowledge of Microsoft SQL 2012 and later.
Knowledge of wireless network technologies, including cloud-managed products.
Knowledge of enterprise security products, such as CrowdStrike, Microsoft Defender, or Cylance.
At least 4 years of experience as an Assistant Project Engineer or Project Engineer.
At least 3 years of work experience as a Network Administrator installing, configuring, maintaining, and troubleshooting network, data center, and security technologies.
Bachelor’s degree in a related discipline or equivalent professional work experience.
Active Directory experience, including DNS, DHCP, NTFS, file/printer sharing, and Group Policy.
Experience implementing and managing VoIP technology.

Nice To Haves

Experience with authentication technologies, including SSO/SAML, MFA, and Zero Trust.
Administrator- or expert-level certifications in networking and cloud technologies, including Microsoft 365 and Azure.

Responsibilities

Maintain project utilization of 70% billable hours per week, including dispatch and project work performed for clients.
Travel to client offices as requested to provide services supporting the project team; work at the office or an agreed-upon remote location when not traveling.
Provide superior service to customers and clients.
Work with the project team to complete objectives defined in project statements of work.
Collect and analyze project data, create status reports against project milestones, and recommend future actions.
Review production, malfunction, and maintenance reports to determine or address issues.
Assess projects against planned schedules, identify actual or potential problems, and facilitate solutions to complete projects on time.
Manage and prioritize personal utilization in project work to direct hours toward productive, billable work.
Perform related duties as assigned, including client-site dispatch work and managing service tickets assigned to the project team queue within agreed response timeframes.
Analyze ticket logs, track the nature and resolution of problems, and perform all levels of routing incident analysis.
Serve as a first-level technical escalation point for associate engineers, assisting with troubleshooting and solutions and escalating to senior engineers when necessary.
Work directly with advanced engineer groups and vendors to escalate technical issues, provide client updates, and drive incidents to resolution, coordinating across groups as needed.